Maj Britt Baker Email & Phone Number

Portland, Or, Us

Portland, Oregon, United States

*Successfully support of the team’s portfolio of studies, including overseeing and managing support team members, to ensure the team meets support demand, portfolio-level prioritization, and team allocation.*Evaluate and analyze live study performance against service level agreements, data management and support procedures, as per SOPs.*Lead initiatives to improve key performance indicators of Support Operations.*Consult with Delivery, suggesting Delivery Standards or specific study changes to enable improved study support performance.*Assist with recruitment and onboarding, including creating and maintaining support training program.*Develop employees through coaching, mentoring, performance feedback and formal/on the job training and development opportunities. Responsible for individual employee training plans.*Customer Support / Sponsor Support point of escalation for system or support issue troubleshooting where required.*Participate in client study audits as needed.

Portland, Oregon Metropolitan Area

Primary support contact for four sponsors and over 15 studies after go-live, managing sponsor communication, troubleshooting and enhancement requests.• Lead meetings to discuss support metrics and request status.• Provide training and guidance on the use of the RTSM system.• Identify and solve technical issues; drive problem solving efforts to resolution, collaborating cross-functionally as needed.• Configure system changes through multiple test environments and to production.• Issue management through JIRA/Confluence.• Delegate support tasks internally to different support teams; escalate client feedback.• Identify patterns of use and opportunities for product improvement to reduce support load and improve customer experience.

Portland, Oregon Area

• Partner closely with Client Services Lead in support of implementation of client RTSM applications to enable client start-up targets• Attend client meetings and design sessions• Log, track and drive resolution of functional and technical issues discovered during implementation and prior to go-live• Ensure adherence to required deliverables and milestones of Project Management SOPs• Drive project specific validation activities including study testing, system set-up and implementation activities• Support system integration activities, including configuration and change control • Develop, implement and oversee client communication plans, including service level agreements data management and support procedures, as per 4G Clinical SOPs• Support Client Services Lead in supplies consulting and analysis required• Customer Support point of escalation for any system or support issues where required; develop training materials and train Customer Support staff on study application support procedures and client standards• Monitor study issues for trends to enhancement opportunities or additional training needs• Develop client governance materials and participate in client business reviews• Participate in client audits

Portland, Oregon Area

• Worked with Product, Clinic and Support teams to onboard client zero on the Providence Virtual Visit platform, including creation of training and support materials, processes for issue escalation, and touch-base schedule.• Managed a six-month project spanning four internal and three vendor teams: defining, organizing and implementing a new 50 state service for virtual healthcare visits resulted in high client satisfaction and retention.• Increased client satisfaction by serving as the Customer Success Manager, conducting weekly meetings with operational managers to provide continuous updates on issues and requests.• Created Health Connect training plan, admin manuals and how-to guides improving product usability and client satisfaction.• Successfully influenced the product roadmap to include desired features by leading weekly meetings on tech call tickets and managing the list of enhancement requests with the vendor.• Enabled consistent support by creating on-call procedures for Express Care at Home product client support, increasing client satisfaction and reducing employee frustration.• Tracked and managed issue escalation, enhancement request, configuration changes in collaboration with QA, IS, support, and clinic managers ensuring continuous communication.• Configured the platform to add provider accounts and admin users, conducted annual audits on user accounts, branding and legal text to comply with security and regulatory standards.• Interviewed development teams and created company guidelines for sprint and project retrospectives and action-item follow-ups, resulting in efficiency gains across development and implementation teams.

Portland, Oregon Area

Specialized in the configuration for the Providence Health eXpress (later called Express Care Virtual) web/mobile product. Collaborated with development, user design, marketing, clinic administrators, health providers, product team and vendors to explore and recommend internal telehealth solutions.• Configured software for new and existing applications of the product including creating a change requests log process and maintaining log updates.• Created and documented the procedure for managing group notifications and designed BugNet tool use and procedures document for ITSM xMatters. • Managed product enhancement requests, defect reporting and escalations that required vendor input and BugNET tool maintenance.• Created and maintained support documentation for Service Desk, Clinical team and other stakeholders, including editing knowledge base articles for web and mobile products, procedural documentation and upcoming release information.• Managed the setup and maintenance of Health eXpress web/mobile provider and membership feed files, including gathering specs, analysis of changes, and facilitation of change processes, QA and signoff.• Accountable for weekly, monthly and annual product statistics reporting to stakeholders, including weekly support ticket reviews, utilizing Excel, Access and Tableau.• Facilitated batch scripting for file creation and SFTP to support marketing campaigns.• Ensured delivery of key marketing analytic data to the client by training in Google Analytics, managing communications between the vendor, client, development, and marketing and GA teams to create requirements documentation on GA tagging in mobile and web applications.

Portland, Oregon Area

Business Analyst for various multi-year and short-term projects including Oregon Health Insurance Exchange, eBill (online premium payments) and electronic Welcome Packets. Worked with business units in Development, Billing & Eligibility, Sales and Pharmacy to define and complete projects. • Collaborated with clients and developers to define and document business and functional requirements, business process, systems flow and system and technical design specifications.• Worked with teams on the letter rebranding project, HIPPA 5010 270/271 and 276/277 MIME testing with SOAP, and online bill payment, including creation of test cases and testing.• Facilitated production support including troubleshooting user issues and software functionality resulting in increasing efficiency through documentation and periodic procedural reviews.• Answered incoming ad hoc internal data requests with quick turnaround time by utilizing basic SQL queries and Access DB manipulation.

Performed Customer implementations and facilitated customer technical audits in collaboration with project managers. Documented business requirements, processes, and workflows. • Designed, implemented, tested and deployed customer solutions in conjunction with Development and Operations teams including providing customer training, ongoing support and troubleshooting.• Created and deployed customer software gateway client and server configuration.• Facilitated multiple training sessions to Professional Services, Technical Support and Project Managers on various software products and procedures.• Created PS OnCall Knowledge Base document and updated Tech Support Knowledge Base; documented multiple configuration procedures.• Trained two Support Specialists as escalated Tech Support and backup Professional Services resources, and two incoming Implementation Engineers.

Managed SwiftSend billing process – documented and streamlined procedures and served as the Liaison between Engineering, Sales, Product Development and Security VPs for bug fixes and feature enhancements originating from sales or technical support.• Created Sales, Technical Support and Customer SwiftSend release notes based on bug database and engineering release notes to increase client understanding of products.• Created SwiftSend Administrator Knowledge Base of procedures to increase consistency.• Facilitated cross-team communication, increasing overall product management efficiency.• Created detailed daily procedures and trained a direct report and other co-workers.• Reported call statistics and metrics data to Management.

Created the Tech Support Department, supporting the SwiftView and SwiftSend products.• Designed a knowledge base and training resources with procedures for all technical support operations, including an on-call system to for 24x7 support to end users the SwiftSend system.• Created hiring criteria, hired and managed 10 support specialists, including creating annual and call review processes.• Provided advanced Technical Support to customers for escalated issues resulting in a 99.9% resolution rate.

Created the Tech Support Department, supporting the SwiftView and SwiftSend products.• Designed a knowledge base and training resources with procedures for all technical support operations, including an on-call system to for 24x7 support to end users the SwiftSend system.• Created hiring criteria, hired and managed 10 support specialists, including creating annual and call review processes.• Provided advanced Technical Support to customers for escalated issues resulting in a 99.9% resolution rate.

Portland, Oregon Metropolitan Area

Answered complex questions emailed by software engineers/developers by working with our engineers and developers to discover answers. PCL5 code support, software integration support. Updated SwiftView user manual with every software release. In 2001 the company launched SwiftSend, a secure document delivery system. Duties shifted to include end-user “forgot my password” support. I helped develop a tiered tech support approach and informal training and knowledge base materials, and helped hire 5 more tech support people.

Three months of in-country skills-based training in technical areas (Health Program), cultural relations, teaching, and Spanish prepared us for site work. Primary duties on site included organizing various community groups, creating and facilitating needs assessment and skill building activities, presenting information in formal and informal environments, leading vaccination campaigns, sex education and preventative health seminars. Secondary activities included organizing preschool, sewing, aerobics, dance, English, and Healthy Eating classes.

Bs, Forest Management

Activities and Societies: choir, theater, college of forestry newsletter editor, Alpha Omicron PiStudied Forest Management. Worked.

Hsd, Graphic Communications Major

Activities and Societies: Majored in Graphic Communications. Was on the Creative Writing group publishing and editing staff. Was co.